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Twitter Help Desk Success?

A story aired last night on Campbell Live focusing on how Twitter assisted Orcon to solve a customer help desk crises. The bare bones of the story is that a young woman called Orcon's helpdesk and was put on hold. Getting bored of listening to the dulcet tones of Sinatra crooning in her ear, she decided to tweet to the world about the length of time she was on hold.

15 mins and waiting .....

20 mins and still nothing .....

25 mins and Frank is really burning my ear off ...

Low and behold someone at Orcon was actually doing some work and picked up on the negative conversation evolving in twitterspace. He quickly responded and the customer issue was resolved. The story painted a gloriously successful picture of how Twitter is being used around the globe to resolve customer support issues. Three cheers for Twitter!!

Don't get me wrong Twitter is fantastic for this purpose. We put it to good use ourselves. But the angle of this story for me was all wrong. This isn't a story about Twitter success, it is a story about the abject failure of Orcon's existing support services. Trumpeted as the peoples internet provider, their underlying philosophy is based on high end customer service. Customers choose to stay with Orcon because of their service levels.

With such a strong focus on service, how is it that a customer was kept waiting as long as they were? If they have a support number for customers to call then surely this is being manned? If I was Orcon I'd be seriously taking a look at my existing support systems and trying to understand what went wrong. Because this isn't a success story. This is a story about how Twitter saved their bacon.